HR Service Delivery release notes

HR Service Delivery
release notes

ServiceNow®HR Service Delivery
product enhancements and updates in the New York release.

HR Service Delivery
is an integrated suite of applications designed to create a consumer-like service experience
while increasing HR productivity. Whether it is a simple request for information, or a
multi-departmental process like onboarding, employees have a single place for all their
service needs.

New York upgrade
information

(Enterprise
Onboarding and Transitions only) If you have lifecycle event activities with HR criteria, a new audience record
will be created for that HR criteria and associated with the activity to define whether
the activity should trigger for a lifecycle event case.

If you are upgrading from the Istanbul release, there is a new field
in HR document templates. The Document type field helps to
determine what document displays for a specific HR case. For example, you can ensure
that your Employee Verification letter appears on the Request an Employment Verification
Letter HR case. Because Istanbul did not have this field, you must create a new document
type or select an existing document type for your document templates. See Using document types with HR
document templates.

When upgrading from any release prior to Kingston, and you have customizations that
reference script includes:

The Human Resources Scoped App: Mobile [com.sn_hr_mobile] plugin activates the
sn_hr_mobile.min_admin_count system property [sys_properties.list]. This
property prevents you from deleting your only Mobile admin user by requiring a
minimum number (default is two) of active users with this role.

Sign electronic documents from any desktop or mobile device with e-signature.
E-signature is a scoped application that enables users to sign managed
documents, knowledge articles, or HR document templates with their typed or
drawn signature, credentials, or as an acknowledgment.

The e-signature [com.snc.esign] plugin activates the sn_esign.min_admin_count
system property [sys_properties.list]. This property prevents you from deleting
your only e-signature admin user by requiring a minimum number (default is two)
of active users with this role.

You can now use Rich Text Format (RTF) in the Description field for an HR
case or task. Using RTF for an HR case or task description provides a better
user experience so you can emphasize specific text. It also retains the
formatting on the Employee Service Center.

You can allow your employees to respond to HR cases or tasks from a
personal email account. When the sn_hr_core.restrict_guest_email system
property is False (default), the text from an email appears in the Work
notes field.

You can restrict visibility to response templates by groups. This restriction
ensures that the correct response appears for an HR case and ensures a
consistent and efficient process for HR agents with their responses.

The Response Templates [com.sn_templated_snip] plugin activates the
sn_templated_snip.min_admin_count system property [sys_properties.list]. This
property prevents you from deleting your only Response Template admin user by
requiring a minimum number (default is two) of active users with this role.

You have new options when transferring an HR case from one HR service to
another. You can create a new HR case number or retain the original case number
when performing a transfer. You can also create your own transfer type
configurations. You can also determine what HR agents can see the transfer
type.

Synchronize employee to-dos between HR Service Delivery and SAP SuccessFactors so that employees can access their to-dos from either system. This creates a
connected experience that directs employees to the system of origin to complete
their to-dos. For example, employees would be able to view their SuccessFactors to-dos in the Employee
Service Center.

Integrate with DocuSign so that users can electronically sign documents
through the DocuSign service. The integration utilizes the DocuSign spoke from
IntegrationHub, and supports the use of both HR document templates and DocuSign
templates. It also includes two preconfigured HR services for making
requests.

Collect employee input without creating additional case records or adding new
fields to existing tables with employee forms. Employee forms are questionnaires
built using the survey designer that you can use in HR tasks to verify or update
employee information. The information collected can be mapped directly to fields
on a target table. You can also use HR criteria to query answers for use in
downstream processes, such as for lifecycle event activities.

A new HR ticket page is available for users that have Case and
Knowledge Management (Human Resources Scoped App: Core) only. Use the HR ticket page to view the
details of an HR case, including the description, attachments, history, and
option to cancel the request, in any self-service portal.

The Human Resources Scoped App: Core [com.sn_hr_core] plugin activates the
sn_hr_core.min_admin_count system property [sys_properties.list]. This property
prevents you from deleting your only HR admin user by requiring a minimum number
(default is two) of active users with those admin roles.

The Human Resources Scoped App: Integrations [com.sn_hr_integrations] plugin
activates the sn_hr_integrations.min_admin_count system property
[sys_properties.list]. This property prevents you from deleting your only HR
Integrations admin user by requiring a minimum number (default is two) of active
users with this role.

Note: There are scenarios that are not supported in the
initial integration, specifically when an employee is rehired or when an
employee moves from contingent to full time.

Employee
Service Center

Provides a single, unified portal for employees to get all the information,
services, and help that they need.

Use a To-do Content to end a campaign and prevent
remaining content from appearing for an employee. For example, after an
employee signs up for benefits, you can stop future content that prompts the
employee to sign up for benefits.

Customize the start and end dates of a campaign bundle. You can use
different types of triggers for the start date. And, you can configure the
start and end dates with offsets. Offsets help you define an end date by
moving it forward or backward depending on the trigger.

Optionally assign users to campaigns and require them to approve campaign
content prior to publication. Content publishes after approval. Content
appears immediately or when scheduled when no approvals needed.

You can use Google Analytics as an available tracking profile to collect data
on content delivery (Employee Service Center portal). Google Analytics provides
a wealth of new portal traffic metrics in the standard reports.

Note: These new topics replace the Update Profile topic. The Update
Profile topic is no longer available.

After activation of NLU, you must republish your existing chatbot
conversations.

Note: This feature is only available with the HR
Professional and HR Enterprise packages.

The Human Resources Scoped App: Virtual Agent Conversations
[com.sn_hr_virtual_agent] plugin activates the sn_hr_va.min_admin_count system
property [sys_properties.list]. This property prevents you from deleting your
only Virtual Agent admin user by requiring a minimum number (default is two) of
active users with this role.

Map related articles and catalog items to a knowledge article so that
employees can more easily find relevant information and submit relevant
requests. For knowledge articles, you can manually map the related articles or
allow a machine learning algorithm to predict and display the related articles.
For catalog items, you can manually map the related catalog items.

Map related catalog items and articles to a catalog item so that employees can
more easily find relevant information and submit relevant requests. For
knowledge articles, you can manually map the related articles or allow a machine
learning algorithm to predict and display the related articles. For catalog
items, you can manually map the related catalog items.

Configure when new hires display on the org chart page and my team widget. You
can use user display configuration records to control when users appear, such as
on a new hire's start date or several days prior.

The Employee Service Center [com.sn_hr_service_portal] plugin activates the
sn_hr_sp.min_admin_count system property [sys_properties.list]. This property
prevents you from deleting your only Employee Service Center admin user by
requiring a minimum number (default is two) of active users with this role.

The Content Automation [com.sn_content_automation] plugin activates the
sn_ca.min_admin_count system property [sys_properties.list]. This property
prevents you from deleting your only Content Automation admin user by requiring
a minimum number (default is two) of active users with this role.

The Content Delivery [com.sn_content_delivery] plugin activates the
sn_cd.min_admin_count system property [sys_properties.list]. This property
prevents you from deleting your only Content Delivery admin user by requiring a
minimum number (default is two) of active users with this role.

The Content Analytics [com.sn_content_analytics] plugin activates the
sn_cda.min_admin_count system property [sys_properties.list]. This property
prevents you from deleting your only Content Analytics admin user by requiring a
minimum number (default is two) of active users with this role.

Enterprise
Onboarding and Transitions

Automate onboarding and other employee lifecycle events that span multiple
departments, improving employee satisfaction and efficiency across HR and other departments.

The Human Resources Scoped App: Mobile Employee Onboarding
[com.sn_hr_onboarding] plugin activates the sn_hr_onboarding.min_admin_count
system property [sys_properties.list]. This property prevents you from deleting
your only Mobile Onboarding admin user by requiring a minimum number (default is
two) of active users with this role.

Employee Journeys provide a quick way to start implementing a use case that
uses parts of HR Case and Knowledge, Employee Service Center, and more.

Parental Leave of Absence is an Employee Journey that provides a reference
implementation for leaves of absence needed when an employee has a child. For
example, maternity, paternity, or adoption leave.

The Human Resources
Scoped App: Parental Journey [com.sn_hr_parental_journey] plugin activates the
sn_hr_pj.min_admin_count system property [sys_properties.list]. This property
prevents you from deleting your only Parental Journey admin user by requiring
a minimum number (default is two) of active users with this role.

Replace HR criteria with audience records to define whether an activity should
trigger for a lifecycle event case. Audience records are configured based on
user conditions, user criteria, HR profile conditions, HR criteria, or an
uploaded file. For existing activities with HR criteria, a new audience record
is created for that HR criteria and is associated with the activity.

Preview and test a lifecycle event for different audience types. You can
preview a lifecycle event to validate which activities will trigger or not for a
particular audience. You can then create a test lifecycle event case for
different users and select which activities to include or exclude in your
test.

You can capture multiple jobs for an employee with the new Jobs table. When
creating new cases, you can specify which job the case is tied to. For example,
an intern converting to full-time has two jobs. The onboarding case for the new
full-time position can be associated with the full-time job record. This will
ensure that downstream activity sets and activities are triggered based on
information from the full-time job record.

The Human Resources Scoped App: Lifecycle Events [com.sn_hr_lifecycle_events]
plugin activates the sn_hr_le.min_admin_count system property
[sys_properties.list]. This property prevents you from deleting your only
Enterprise Onboarding and Transition admin user by requiring a minimum number
(default is two) of active users with this role.

The Employee Document Management [com.sn_employee_document_management] plugin
activates the sn_hr_ef.min_admin_count system property [sys_properties.list].
This property prevents you from deleting your only Employee Document Management
admin user by requiring a minimum number (default is two) of active users with
this role.

Changed in this release

Case and
Knowledge Management

Standardize the documentation, interaction, and fulfillment of employee inquiries
and requests, improving HR efficiency and services over time.

HR case fulfillment instructions are a separate module and no longer part of
an HR service. To provide flexibility, fulfillment instructions are associated
with an HR table and condition builder. This change allows you to have different
fulfillment instructions based on the location of the employee, transferred
cases, and more.

Note: The HR case Checklist remains on the HR service and
appears in a separate tab.

Employee
Service Center

Provide a single, unified portal for employees to get all the information, services,
and help that they need.

Dynamic is a new trigger type for Campaign Bundles.
Trigger types determine how a campaign bundle starts. You can use a table to
provide a trigger field, date offsets, and duration when using the
Dynamic trigger type.

You can configure Employee Forums to suppress the prompting of users to accept
the terms and conditions of the community. You can suppress the prompt when your
company does not require internal users to go through the process of accepting
the terms and conditions.

Enhanced the list view and case form for lifecycle events so that agents can
track the progress of a lifecycle event case at a glance. Agents can monitor the
progress of activity sets and drill down to monitor the status of individual
activities.

Removed in this release

The Advanced trigger type in Campaign Bundles is no longer
available. It is still available on instances upgraded from a previous release but not
available for new instances.

The Update Profile predefined VA topic (chatbot conversation) is no longer available.
The six new VA topics replace this topic.

Activation information

HR Service Delivery is
available as a separate subscription. Depending on the package you have, you can activate
one or more of the following plugins:

Upgrading from any release prior to Kingston can result in Restricted Caller Access (RCA) errors in certain HR functionality. For example, when submitting requests from the Employee Service Center (ESC) or HR service portal.

HR Service Delivery release notes

HR Service Delivery
release notes

ServiceNow®HR Service Delivery
product enhancements and updates in the New York release.

HR Service Delivery
is an integrated suite of applications designed to create a consumer-like service experience
while increasing HR productivity. Whether it is a simple request for information, or a
multi-departmental process like onboarding, employees have a single place for all their
service needs.

New York upgrade
information

(Enterprise
Onboarding and Transitions only) If you have lifecycle event activities with HR criteria, a new audience record
will be created for that HR criteria and associated with the activity to define whether
the activity should trigger for a lifecycle event case.

If you are upgrading from the Istanbul release, there is a new field
in HR document templates. The Document type field helps to
determine what document displays for a specific HR case. For example, you can ensure
that your Employee Verification letter appears on the Request an Employment Verification
Letter HR case. Because Istanbul did not have this field, you must create a new document
type or select an existing document type for your document templates. See Using document types with HR
document templates.

When upgrading from any release prior to Kingston, and you have customizations that
reference script includes:

The Human Resources Scoped App: Mobile [com.sn_hr_mobile] plugin activates the
sn_hr_mobile.min_admin_count system property [sys_properties.list]. This
property prevents you from deleting your only Mobile admin user by requiring a
minimum number (default is two) of active users with this role.

Sign electronic documents from any desktop or mobile device with e-signature.
E-signature is a scoped application that enables users to sign managed
documents, knowledge articles, or HR document templates with their typed or
drawn signature, credentials, or as an acknowledgment.

The e-signature [com.snc.esign] plugin activates the sn_esign.min_admin_count
system property [sys_properties.list]. This property prevents you from deleting
your only e-signature admin user by requiring a minimum number (default is two)
of active users with this role.

You can now use Rich Text Format (RTF) in the Description field for an HR
case or task. Using RTF for an HR case or task description provides a better
user experience so you can emphasize specific text. It also retains the
formatting on the Employee Service Center.

You can allow your employees to respond to HR cases or tasks from a
personal email account. When the sn_hr_core.restrict_guest_email system
property is False (default), the text from an email appears in the Work
notes field.

You can restrict visibility to response templates by groups. This restriction
ensures that the correct response appears for an HR case and ensures a
consistent and efficient process for HR agents with their responses.

The Response Templates [com.sn_templated_snip] plugin activates the
sn_templated_snip.min_admin_count system property [sys_properties.list]. This
property prevents you from deleting your only Response Template admin user by
requiring a minimum number (default is two) of active users with this role.

You have new options when transferring an HR case from one HR service to
another. You can create a new HR case number or retain the original case number
when performing a transfer. You can also create your own transfer type
configurations. You can also determine what HR agents can see the transfer
type.

Synchronize employee to-dos between HR Service Delivery and SAP SuccessFactors so that employees can access their to-dos from either system. This creates a
connected experience that directs employees to the system of origin to complete
their to-dos. For example, employees would be able to view their SuccessFactors to-dos in the Employee
Service Center.

Integrate with DocuSign so that users can electronically sign documents
through the DocuSign service. The integration utilizes the DocuSign spoke from
IntegrationHub, and supports the use of both HR document templates and DocuSign
templates. It also includes two preconfigured HR services for making
requests.

Collect employee input without creating additional case records or adding new
fields to existing tables with employee forms. Employee forms are questionnaires
built using the survey designer that you can use in HR tasks to verify or update
employee information. The information collected can be mapped directly to fields
on a target table. You can also use HR criteria to query answers for use in
downstream processes, such as for lifecycle event activities.

A new HR ticket page is available for users that have Case and
Knowledge Management (Human Resources Scoped App: Core) only. Use the HR ticket page to view the
details of an HR case, including the description, attachments, history, and
option to cancel the request, in any self-service portal.

The Human Resources Scoped App: Core [com.sn_hr_core] plugin activates the
sn_hr_core.min_admin_count system property [sys_properties.list]. This property
prevents you from deleting your only HR admin user by requiring a minimum number
(default is two) of active users with those admin roles.

The Human Resources Scoped App: Integrations [com.sn_hr_integrations] plugin
activates the sn_hr_integrations.min_admin_count system property
[sys_properties.list]. This property prevents you from deleting your only HR
Integrations admin user by requiring a minimum number (default is two) of active
users with this role.

Note: There are scenarios that are not supported in the
initial integration, specifically when an employee is rehired or when an
employee moves from contingent to full time.

Employee
Service Center

Provides a single, unified portal for employees to get all the information,
services, and help that they need.

Use a To-do Content to end a campaign and prevent
remaining content from appearing for an employee. For example, after an
employee signs up for benefits, you can stop future content that prompts the
employee to sign up for benefits.

Customize the start and end dates of a campaign bundle. You can use
different types of triggers for the start date. And, you can configure the
start and end dates with offsets. Offsets help you define an end date by
moving it forward or backward depending on the trigger.

Optionally assign users to campaigns and require them to approve campaign
content prior to publication. Content publishes after approval. Content
appears immediately or when scheduled when no approvals needed.

You can use Google Analytics as an available tracking profile to collect data
on content delivery (Employee Service Center portal). Google Analytics provides
a wealth of new portal traffic metrics in the standard reports.

Note: These new topics replace the Update Profile topic. The Update
Profile topic is no longer available.

After activation of NLU, you must republish your existing chatbot
conversations.

Note: This feature is only available with the HR
Professional and HR Enterprise packages.

The Human Resources Scoped App: Virtual Agent Conversations
[com.sn_hr_virtual_agent] plugin activates the sn_hr_va.min_admin_count system
property [sys_properties.list]. This property prevents you from deleting your
only Virtual Agent admin user by requiring a minimum number (default is two) of
active users with this role.

Map related articles and catalog items to a knowledge article so that
employees can more easily find relevant information and submit relevant
requests. For knowledge articles, you can manually map the related articles or
allow a machine learning algorithm to predict and display the related articles.
For catalog items, you can manually map the related catalog items.

Map related catalog items and articles to a catalog item so that employees can
more easily find relevant information and submit relevant requests. For
knowledge articles, you can manually map the related articles or allow a machine
learning algorithm to predict and display the related articles. For catalog
items, you can manually map the related catalog items.

Configure when new hires display on the org chart page and my team widget. You
can use user display configuration records to control when users appear, such as
on a new hire's start date or several days prior.

The Employee Service Center [com.sn_hr_service_portal] plugin activates the
sn_hr_sp.min_admin_count system property [sys_properties.list]. This property
prevents you from deleting your only Employee Service Center admin user by
requiring a minimum number (default is two) of active users with this role.

The Content Automation [com.sn_content_automation] plugin activates the
sn_ca.min_admin_count system property [sys_properties.list]. This property
prevents you from deleting your only Content Automation admin user by requiring
a minimum number (default is two) of active users with this role.

The Content Delivery [com.sn_content_delivery] plugin activates the
sn_cd.min_admin_count system property [sys_properties.list]. This property
prevents you from deleting your only Content Delivery admin user by requiring a
minimum number (default is two) of active users with this role.

The Content Analytics [com.sn_content_analytics] plugin activates the
sn_cda.min_admin_count system property [sys_properties.list]. This property
prevents you from deleting your only Content Analytics admin user by requiring a
minimum number (default is two) of active users with this role.

Enterprise
Onboarding and Transitions

Automate onboarding and other employee lifecycle events that span multiple
departments, improving employee satisfaction and efficiency across HR and other departments.

The Human Resources Scoped App: Mobile Employee Onboarding
[com.sn_hr_onboarding] plugin activates the sn_hr_onboarding.min_admin_count
system property [sys_properties.list]. This property prevents you from deleting
your only Mobile Onboarding admin user by requiring a minimum number (default is
two) of active users with this role.

Employee Journeys provide a quick way to start implementing a use case that
uses parts of HR Case and Knowledge, Employee Service Center, and more.

Parental Leave of Absence is an Employee Journey that provides a reference
implementation for leaves of absence needed when an employee has a child. For
example, maternity, paternity, or adoption leave.

The Human Resources
Scoped App: Parental Journey [com.sn_hr_parental_journey] plugin activates the
sn_hr_pj.min_admin_count system property [sys_properties.list]. This property
prevents you from deleting your only Parental Journey admin user by requiring
a minimum number (default is two) of active users with this role.

Replace HR criteria with audience records to define whether an activity should
trigger for a lifecycle event case. Audience records are configured based on
user conditions, user criteria, HR profile conditions, HR criteria, or an
uploaded file. For existing activities with HR criteria, a new audience record
is created for that HR criteria and is associated with the activity.

Preview and test a lifecycle event for different audience types. You can
preview a lifecycle event to validate which activities will trigger or not for a
particular audience. You can then create a test lifecycle event case for
different users and select which activities to include or exclude in your
test.

You can capture multiple jobs for an employee with the new Jobs table. When
creating new cases, you can specify which job the case is tied to. For example,
an intern converting to full-time has two jobs. The onboarding case for the new
full-time position can be associated with the full-time job record. This will
ensure that downstream activity sets and activities are triggered based on
information from the full-time job record.

The Human Resources Scoped App: Lifecycle Events [com.sn_hr_lifecycle_events]
plugin activates the sn_hr_le.min_admin_count system property
[sys_properties.list]. This property prevents you from deleting your only
Enterprise Onboarding and Transition admin user by requiring a minimum number
(default is two) of active users with this role.

The Employee Document Management [com.sn_employee_document_management] plugin
activates the sn_hr_ef.min_admin_count system property [sys_properties.list].
This property prevents you from deleting your only Employee Document Management
admin user by requiring a minimum number (default is two) of active users with
this role.

Changed in this release

Case and
Knowledge Management

Standardize the documentation, interaction, and fulfillment of employee inquiries
and requests, improving HR efficiency and services over time.

HR case fulfillment instructions are a separate module and no longer part of
an HR service. To provide flexibility, fulfillment instructions are associated
with an HR table and condition builder. This change allows you to have different
fulfillment instructions based on the location of the employee, transferred
cases, and more.

Note: The HR case Checklist remains on the HR service and
appears in a separate tab.

Employee
Service Center

Provide a single, unified portal for employees to get all the information, services,
and help that they need.

Dynamic is a new trigger type for Campaign Bundles.
Trigger types determine how a campaign bundle starts. You can use a table to
provide a trigger field, date offsets, and duration when using the
Dynamic trigger type.

You can configure Employee Forums to suppress the prompting of users to accept
the terms and conditions of the community. You can suppress the prompt when your
company does not require internal users to go through the process of accepting
the terms and conditions.

Enhanced the list view and case form for lifecycle events so that agents can
track the progress of a lifecycle event case at a glance. Agents can monitor the
progress of activity sets and drill down to monitor the status of individual
activities.

Removed in this release

The Advanced trigger type in Campaign Bundles is no longer
available. It is still available on instances upgraded from a previous release but not
available for new instances.

The Update Profile predefined VA topic (chatbot conversation) is no longer available.
The six new VA topics replace this topic.

Activation information

HR Service Delivery is
available as a separate subscription. Depending on the package you have, you can activate
one or more of the following plugins:

Upgrading from any release prior to Kingston can result in Restricted Caller Access (RCA) errors in certain HR functionality. For example, when submitting requests from the Employee Service Center (ESC) or HR service portal.

Confirm

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